FAQs

Once your order is placed, we go to work to fulfill your purchase as quickly as possible. This means that changes or cancellation requests cannot always be fulfilled. You should also know that once an order is placed, it cannot be changed online. Your full satisfaction and commitment to the accuracy of your order are always our top priority. As such, you may contact Customer Service to make a request for a change or cancellation. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a cancellation or change request, you may return it following our standard return policy, which you can review in full detail by clicking here. Note that many items that are non-returnable cannot be canceled.

We realize that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply for the refund onto the original payment card within one week. Should there be any delays in processing your refund upon receipt of your return, you will be contacted by a member of our Customer Experience team.

If you change your mind and decide to return an item that is defined as returnable (e.g. non-closeouts and non-custom products), you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge. To view our full Return Policy, please click here.

If you want to return an item you may do so within 72 hours of receipt as long as it is defined as a returnable item. Just contact Customer Service. We will need your help in packaging up the item, adding the label to the box, and making it available for pick up. For registered customers, you are also able to initiate returns by logging into your account and navigating to your Order History. All returns must be in resalable conditions and packed in original packaging. Click here to see how it works.

Check that all the details you have entered on the checkout page are correct, including the billing address associated with the credit card. If it is refused after that, try another credit card or the payment method. Contact Customer Service if you feel that your card is being refused due to our error. In some cases, we may recommend that you contact your credit card company to get the issue resolved.

Yes, Finesse Decor can ship outside of the United States. To facilitate overseas shipments, please contact our sales team by email customercare@finessedecor.com.

All electrified LED products sold by Finesse Decor include a five-year manufacturer warranty that guarantees the proper and safe functioning of the product. Unless otherwise specified on the product detail page, this warranty does not cover “wear and tear” or the durability of finishes over time. Please check our warranty guideline HERE

We offer discounts for members of the trade such as designers, architects, and contractors who have presented appropriate credentials and been approved. To learn more about our Trade Professionals Program and to fill out a free application, please click here. If you are not a member of a relevant trade but would like to inquire about a large purchase quote, please contact our Sales team via telephone or email.

Finesse Decor is required by law to charge sales tax on orders that ship to most US states. We do not add sales tax unless we are required by law to do so. If sales tax applies to your order it will be automatically calculated during checkout. For industry professionals such as designers, contractors, and architects who have a resale license, taxes can be waived with the submission of a valid resale license. Please contact our Customer Experience team and we can assist you in submitting the proper tax exemption forms.

Answer Yes, we are currently open Monday through Friday 9:00 – 5:00 EST.

Answer Yes, you most certainly can as long as it is in its original packaging.